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Contact Us
Please note, our office hours are between Monday-Friday 9am-5pm (AEST)
FAQ's
to become an International elly sofoclí Stockist please contact sales@ellysofocli.com
What is your change of mind exchange policy?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
- Shipping within Australia is AUD$10 per order. Free shipping over AUD $400.
- Shipping rest of the world is AUD$20 per order. Free shipping over AUD $450.
- Depending on the destination country and purchase value of your order, you may be required to pay duties and taxes. Should you require further information regarding duties and taxes please contact your local customs office.
How long will it take to get my orders?
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
What's your return and exchange policy?
We accept refunds/exchanges on all full-priced purchases when a Returns Authorisation (RA) number is granted and the garment is returned within 7 days of receiving your order.
The following items are non-refundable/exchangeable due to health restrictions: intimates and jewellery.
Returns must be sent to MY PALOMA head office.
Garments must be returned in a saleable condition i.e. clean, tags attached, in original packaging.
Any items that have been worn, damaged, or altered in any way will not be accepted. Be careful of make-up rubbing off on the garments. In the result of this happening we will not be able to accept your return.
What's your return and refund process?
- Email hello@mypaloma.co and state the reason for your return.
- Once you receive a return confirmation from us simply return the item to the shipping address provided by My Paloma.
- Your return will be assessed and will be reversed onto your original form of payment as long as the items are returned in their original saleable condition.
My Paloma is not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method. Please note original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.
- Refunds are provided as the original form of payment i.e. PayPal account or credit card used.
- Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
- The total amount of the refund will be minus any shipping charges.
What is your change of mind exchange policy?
We don’t offer 'change of mind' exchanges, however if you wish to exchange an item for another style or size, we recommend you simply return your item for a refund or credit note and then purchase the new item separately.
Shipping via DHL or AUS POST registered mail, requires 3-5 business days.
Shipping via DHL Express, 4-8 business days. Shipping charges will be subject to country.
Delivery Timeframes can vary depending on location. Please allow up to 3 weeks.
All duties and taxes are payable by the receiver and are not included in total AUD costs.
For insurance details, please contact our staff via studio@ellysofocli.com and we can provide further information.
ES will not be held responsible for incorrect address details. Please ensure all contact details are correct.
Once your dress has been delivered we will arrange for a tracking number to be sent directly to your email address provided.
We don’t recommend this as the garments can be damaged. We always recommend a physical address for all deliveries even if it’s not your personal address. Shipping pricing varies depending on the shipping location and is determined at checkout. To inquire about expediting a shipment, please respond to your order confirmation email with interest regarding expedited shipping and associated fees specific to your order.All shipments will require an adult signature upon delivery.
We will happily exchange an item for a different size within 14 days of receiving the item. Please note, size exchanges for gold and silver rings may incur a fee. Postage to send an item back for an exchange will be at the customer’s own expense. Due to hygiene reasons, please note that dresses and veils cannot be exchanged or refunded.
Exchanges and refunds will also not be given on any discounted designs or sale items purchased.
Refunds will not be accepted simply for change of mind. Please consider this prior to placing your order. Please do not hesitate to contact our customer care team at ellysofocli@live.com or any questions you may have before making a purchase.We will repair any items with manufacturing faults within the first 6 months from the purchase date.
In this case, proof of purchase must be provided.In the rare case of faulty items, a refund can be given upon inspection of the item (conducted by our jewelers), and the outgoing postage will be refunded. Manufacturing faults do not include: damage or wear and tear, oxidized or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings.
In order to maintain your jewelry in perfect condition, we recommend following our care instructions and having your jewelry serviced annually by us. Please contact us via ellysofocli@live.com for more information on this service.
